On July 21st I booked a trip to Sanibel Island in Florida - from Aug 2nd to Aug 6th. I booked it on kayak.com. I received a confirmation email and everything seemed just perfect. On July 23rd the payment for my trip was charged to my account. My son and I were now looking forward to our vacation. Today July 31st I called the hotel to confirm that my reservation was in order. To my huge surprise the hotel never received any reservation in my name. I got on the phone with Kayak.com. the first person I spoke with could barely speak English and had no suggestions as to what to do other than cancel my reservation because they never received my payment!! Payment which was made with a debit card and which I assured them had most certainly been charged to my account. After about 15 min I asked for a supervisor. I was put on hold and 10 later a person who claimed to be customer service manager came on the phone. I was told that my reservation was no longer valid due to a now technical error.. that I HAD TO cancel it and start a new process. I asked for them to contact the hotel, which he claimed he already did and since kayak.com couldn't prove that I paid they couldn't validate my reservation. Very reluctantly I said that I will agree to that. Put on hold again for 10 min, only to find out that they couldn't make a new reservation because the hotel was now fully booked. The best they could do for me was to give me a full refund which will taketake up to 2 weeks. NO apology, NO compensation, NO suggestions to rectify the error.. for example different hotel on the island, and worst of all NO VACATION FOR MY SON.
I, later in the day, got on the phone with the hotel again.. Seeside Inn and they connected me with another hotel in their organization.. Sanibel Inn, and after explaining to them what happened they were able to help me and I got the last available room at a higher but still reasonable rate.
Big thanks to Sanibel Inn.